Customer Success Analyst, Digital
September 5
🏡 Remote – Anywhere in California
Description
• As a member of Mediaocean’s global Customer Success team, you will be instrumental in delivering a world-class customer experience with a focus on proactive engagement and fostering long-term relationships. • The Customer Success Digital Analyst has a thorough understanding of customer-specific digital media workflows that will be used to identify operational efficiencies, improve processes, support inquiries and troubleshoot issues pertaining to the Mediaocean digital suite of products & services. • You will serve as a primary point of contact, strategically supporting & expanding customers’ adoption and usage of these platforms. • Responsibilities will include: • Develop a strong understanding of customer digital media workflows to provide guidance on current functionality and enhancements for Mediaocean digital platforms and identify opportunities for added value • Complete a 6-month onboarding bootcamp that will focus on establishing knowledge and supporting customers across Customer Success teams • Identify, document, and disseminate best practices aimed at enhancing the overall customer experience and improving customer understanding of the value offered by Mediaocean software solutions • Contribute to customer account planning by identifying opportunities for increased user adoption, determining a targeted end-user adoption strategy, and assisting with workflow questions and complex issue resolution • Identify customer adoption risks and demonstrate a proactive, solution-based approach to mitigate usage issues • Document and track feature requests, including detailed requirements and needs analysis, with an ability to negotiate and manage expectations • Work cross-functionally on product roadmap recommendations and alternative workflow solutions • Perform needs assessments and requirements gathering to configure environments for new customer implementations and existing customer platform migrations • Prioritize and schedule work activities to ensure established targets are achieved, facilitate customer meetings, and clearly and promptly communicate action items and desired outcomes for appropriate stakeholders
Requirements
• Minimum 2 years of experience in a customer-facing role. Advertising technology or Software as a Service (SaaS) experience a plus • Educational or professional experience in digital media management; experience with Ad Serving and Verification, Programmatic buying, SEO, and Social platforms a plus • Proven ability to present and explain features and workflow • Proficiency with Excel, PowerPoint, SharePoint. Salesforce, Zendesk, Jira, Smartsheet experience a plus • Demonstrated excellence in verbal and written communication skills, including the ability to take the lead in conversations and negotiate through challenging situations
Benefits
• Competitive total compensation, including 401(K) employer match and financial wellness seminars • Extensive medical, dental, and vision plan – Keep your family (or just yourself!) safe and healthy • Flexible time off – In addition to our 14 company holidays, we provide open PTO to all U.S.- based Mediaocean employees. So take a sick day, vacation day, or mental health day • Bonding Leave – After six months of employment at Mediaocean, mothers and fathers, including same-sex parents, can take job-protected, paid time off to bond with their child within the first 12 months of the child’s birth or adoption • Insurance, Pet Insurance, employer matched Health Savings Account and Flexible Spending Accounts • Professional development – Personalized development plan created with your manager, continuous internal and external trainings, official company-wide mentorship program, professional development rewards program, management, leadership, and function-specific training for top performance, education reimbursement • Get rewarded for demonstrating Mediaocean values • Active affinity-based groups – Form connections with similar peers in offices around the world. Groups include: Women at MO, Black Employees at Mediaocean (BEMO), Pride at MO, Mi gente (Hispanic/Latinx community), AAPI at MO, Parents at MO, International Enrichment, Language Lovers, Books & Beyond, DEI in Engineering, and Mental Health & Wellness, and Caregivers United • Wellness opportunities – Free virtual yoga and abs and glutes classes, company-paid Headspace meditation app membership, company-wide steps challenges, complimentary snacks in-office • Bikeshare program in select offices, (Divvy and CitiBike for Chicago and New York offices) • All of these benefits/perks are effective on the date of hire
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